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July 2019

Fraud & scams /

Bank did not explain security options and did not try to recover scammed funds

Dave received a call from someone who said they were from his telecommunication service provider. He…

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July 2019

Fraud & scams /

Customer warned of binary trading risks

Eleanor opened an online account with an overseas binary trader. She deposited funds into the accoun…

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July 2019

Privacy & confidentiality /

Bank offers compensation for statement to incorrect address

Erin's bank started sending her personal bank account statements to her ex-husband David's address i…

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June 2019

Closing accounts /

Bank acted incorrectly in closing business account

Pip and her business partner got into a dispute, prompting the business partner to freeze their busi…

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April 2019

Chargebacks /

Chargeback rights applicable following fraudulent card use

Sophia was staying with a friend when her friend’s son took her credit card from her handbag, wrote …

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April 2019

Kiwisaver /

Evidence lacking for claim that bank mis-sold KiwiSaver

When Matthew was in his early 50s, he received a $500,000 redundancy pay-out. He invested $50,000 of…

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April 2019

Mobile banking /

Bank and customer both played part in $45,000 loss

Tama had personal, company and family trust bank accounts, all of which he could access through inte…

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March 2019

Closing accounts /

Bank must follow process before closing an account

Sonya’s accounts were closed because of her conduct towards staff over an international funds transf…

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March 2019

Cards and PINs /

PIN based on nickname not a suitable choice

Lucas’ credit card was stolen by his former partner, who used it to make unauthorised transactions. …

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Case notes

Bank did not explain security options and did not try to recover scammed funds

Customer warned of binary trading risks

Bank offers compensation for statement to incorrect address

Bank acted incorrectly in closing business account

Chargeback rights applicable following fraudulent card use

Evidence lacking for claim that bank mis-sold KiwiSaver

Bank and customer both played part in $45,000 loss

Bank must follow process before closing an account

PIN based on nickname not a suitable choice